Need For Spin Casino - Player’s bonus winnings have been confiscated.

The casino closed my account after processing several payments from the original win.

They claimed I abused their bonuses and that there was fraud which is not true. They have not sent me any evidence to back up theur claims. The casino constantly would send me bonus offers by email, and I would always talk to chat before claiming them. There would be times where chat would add the offers and others where they told me they couldn't. I do not see how they can backup any of their claims, and I would like for the casino to discuss openly on this forum what their reasoning is. Once they fail to prove their claims, I would ask that the casino pays me my money.

Dear ston98dd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hey, I cannot access my casino account to view the history, but I deposited roughly 15 times to play with their bonus offers they sent me.

I have sent the rest

Player's screenshot:

Thank you very much, ston98dd, for your reply. The accusation is very complex and vague at the same time. Could you please advise which games you were playing (live casino games, slots, or sports betting) and if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address or payment method? Looking forward to hearing from you.

I was playing slots with the deposits I had on the casino. No one has access to my laptop but me. I would not know what my neighbors are doing on their free time, I do not speak to them really.

Thank you very much, ston98dd, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ston98dd,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Need For Spin Casino to join the conversation.

Dear Need For Spin Casino,

Can you please provide more information regarding the player's confiscated winnings? How, if at all, has the player abused the bonuses?

Is it normal that a casino with such a high reputation takes this long to respond?

Good day Michal and ston98dd,

I will take a closer look at this case and revert as soon as possible.

Kind regards,

Need For Spin Representative.

Dear Need For Spin Casino,

We are waiting for further information about this case.

Hello ston98dd,

Firstly, I apologize for my delayed reply.

Furthermore, I'd like to ask you a few questions before we start this case:

1. The funds were confiscated from your balance on 25th January, so why have you raised a complaint only now?
2. Why have you specified the entirely wrong amount of confiscation in this complaint?
3. Please clarify, what is the nature of transactions that were sent to your account from account 3JodN7GmkHdPgKj9G7HCkn9NDLhrcWCjVN?

Kind regards,

Need For Spin Representative.

1. How is this relevant, I am entitled to my money no matter when I decide to post a complaint
2. You pay in increments of 500$, I might have gotten confused with a payment, and I cannot access my account.
3. How does this transaction have anything to do with my money not being paid?

@casinoguru, can you please weigh in

Our Finance team have sent you an email, specified the exact amount of confiscation. That's the reason, why I am asking you about the amount. Or you also don't have access to your email?

Moreover, we have strong reason to believe that you took part in the collusion with other players. You and all the other players received funds from the wallet 3JodN7GmkHdPgKj9G7HCkn9NDLhrcWCjVN.

So, I kindly ask you to explain the nature of these transactions.

Kind regards,

Need For Spin Representative.

Dear all, thank you for the responses.

Dear ston98dd,

The questions Need For Spin Representative has asked are reasonable. The usage of the same wallet for several accounts is one of the indications that can lead to multiple accounts or bonus abuse accusations. Please provide truthful answers. Please specify the correct disputed amount as well.

Hello, I just checked my emails and the amount missing to be paid is 662.25 EUR.

The transactions coming in from wallet 3JodN7GmkHdPgKj9G7HCkn9NDLhrcWCjVN are payments from Superboss casino (https://superboss-ca.com/en-ca).

After being a member on your casino and depositing as much as I had, one would think that you would ask me these questions prior to making a decision of shutting down my account and taking my money.

Is there anything else you would like to interrogate me on?

Thank you for clarifying, ston98dd.

Just to check, how many devices have you used to access your casino account? Have you accessed your casino account from different locations within your country or abroad? Do you use any VPN software? Has anyone else from your household created an account in Need For Spin Casino? Has anyone else had access to your casino account?

Just to check, how many devices have you used to access your casino account? I play on my laptop, and I sometimes play on my phone. I don't think I used my phone to access Need for spin casino but theres a small chance I did

Have you accessed your casino account from different locations within your country or abroad? No, only from home

Do you use any VPN software? No

Has anyone else from your household created an account in Need For Spin Casino? No

Has anyone else had access to your casino account? No, my laptop is password protected

Dear ston98dd and Michal,

Supporting evidence has been forwarded to the Casino.Guru team for review.

Kind regards,

Need For Spin Representative.

Dear ston98dd,

We have received strong evidence from the Need For Spin Casino team and after a thorough investigation it has come to light that multiple accounts were created from the same location, device, IP and the same e-wallet was used for payments to and from the colliding accounts. The same bonuses, games and gameplay were detected for the colliding account, forcing us to agree with the casino's decision.

As stated in the casino T&Cs that you agreed on when you created your account here:

2.8. You're not allowed to create multiple accounts: only 1 account per person. You're not allowed to create an account for any other person, family member, address (mail or IP), email, or device. Any other accounts besides your main NeedForSpin account are considered duplicates. The Casino reserves the right to block multiple accounts without notice.

If we decide to delete a duplicate account:

- all bonuses, free spins, and winnings that you received by using this account will be canceled;

- the Company has the right to confiscate deposits that were made with a duplicate account. Any of your accounts (both main and duplicate) can be used to withdraw deposits;

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. The casino acted according to its Terms and conditions.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal